System Manager; Integrated Call Control

job description

this role is an onsite role working out of the prince william county public safety facility in woodbridge va. Applicants must reside within commuting distance of woodbridge, va. This role is responsible for delivering on msi’s maintenance agreement by coordinating with the local service provider in all maintenance activities and growing msi’s role in providing additional services for the customer. The role is directly responsible for the health and performance of the integrated call control call handling solution.

Provide advanced technical support of public safety software solution in a fast-paced environment. Escalation point for complex trouble tickets. Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, telco knowledge, supporting software applications and diagnosing complex system architectures. Must be a diligent researcher, troubleshooting and reproducing issues to resolution. Must be capable of installing server hardware/os, troubleshooting system infrastructure and application architecture.

responsibilities:

• manage and lead day to day activities in meeting msi’s contractual commitments documented in the maintenance agreement with the customer.
• manage and lead our relationship with the local service partner.
• manage and lead our relationship with the customer.
• ensure that customer satisfaction goals are met both internally and with the customer.
• procure and coordinate any internal resources that may be needed.
• ensure compliance with response/restoration time commitment.
• remotely diagnose system failure and facilitate call management as applicable.
• manage emergency service efforts and escalation procedures.

• bachelor’s degree in computer science (or related degree) or equivalent work experience.
• 3+ years of customer support experience.
• 3+ years of it support experience.
• strong written and oral communication skills (fluent in english, oral and written).
• strong teamwork, interpersonal communication, and problem‑solving skills.
• ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with customer and motorola management.
• working knowledge of analog and digital telephony.
• microsoft mcse or equivalent experience.
• cisco ccna certifications or related experience.
• in‑depth installation, configuration and troubleshooting experience for windows server 2008, 2012, windows 7, windows 10 operating systems.
• experience with windows domain architecture/integration/active directory.
• experience in providing linux/unix technical support to customers.
• experience with troubleshooting various server/desktop hardware related issues.
• experience with servers (dell and hp).
• experience troubleshooting lan/wan.
• experience with voip applications.
• experience troubleshooting 3rd party application integration.

• experience with vmware virtualization suites.
• experience with cloud technologies (azure or aws).
• experience with computer telephony integration (cti) applications.
• experience with database related technology and administration (mysql or sql server).
• experience with firewalls and security related applications.
• experience with gis applications.

• high school diploma, associate's or bachelor’s degree with 3+ years of it support experience required.
• must be able to obtain background clearance as required by government customer.
• legal authorization to work in the u.s. Indefinitely is required.
• employer work permit sponsorship is not available for this position.

the salary range for this role is between $85,000 and $95,000.

under 10% travel. Relocation provided: none. Position type: experienced. Referral payment plan: yes.

• incentive bonus plans
• medical, dental, vision benefits
• 401k with company match
• 10 paid holidays
• generous paid time off packages
• employee stock purchase plan
• paid parental & family leave and more!

motorola solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally‑protected characteristic.